Well unfortunately if the wallets are stored encrypted on their server, there's nothing they can do to recover the funds since you are the only one holding the password. Have you tried entering the password on different devices because it might be a keyboard layout problem or something. If you don't figure out the password, you can always ask the wallet file from them or the encrypted private keys (or whatever method they are using for the wallets) and try to bruteforce it open if you remember even a bit from the password.